Senior Desktop Support Technician

Overview

The Senior Desktop Support Technician is responsible for delivering high-quality end user support, workstation lifecycle management, and proactive maintenance across a hybrid Windows environment. This role serves as an escalation point for complex issues, driving timely resolution while ensuring positive customer experiences. In addition, this position contributes to system enhancements, security initiatives, and operational improvements aligned with ITIL-based service delivery standards.

Responsibilities

• Provide Tier 2 / 3 support for hardware, software, O365 applications, and desktop services across on-site and remote workforce environments.
• Administer and maintain Microsoft endpoints, including Group Policy, Azure Active Directory, and Intune MDM.
• Deploy, secure, and manage Windows operating systems and core productivity tools using modern deployment methodologies (Autopilot, imaging, scripting, etc.).
• Troubleshoot and support enterprise infrastructure components such as DHCP, DNS, TCP / IP networking, VPN access, and endpoint security tools.
• Maintain ServiceNow records across incidents, requests, changes, and CMDB items, ensuring accurate documentation and SLA adherence.
• Support antivirus and antimalware protection, device encryption standards, and patch / upgrade cycles to maintain compliance and reduce risk.
• Participate in scheduled maintenance, technology rollouts, and continuous improvement projects that enhance end-user experience and IT operations.
• Act as a customer advocate by explaining complex technical issues clearly and ensuring issues are resolved efficiently with minimal business disruption.
• Mentor junior technicians and collaborate with IT engineering teams on escalations and service enhancements.

Key Knowledge, Skills & Abilities